How to Launch a Successful CX Program

Build a high-impact Qualtrics Customer Experience program from the ground up. This path covers relationship surveys, transactional surveys, automated workflows, and more. You’ll learn to capture real-time insights, increase NPS/CSAT, and prevent churn through actionable CX dashboards.

Path Overview

This learning path guides you through building a modern, end-to-end Voice of the Customer program using Qualtrics. Starting with your CX Program Hub and moving through relationship surveys, dashboards, automated workflows, and transactional surveys, each course builds on the last to help you establish a top-line metric, close the loop with at-risk customers, and drive measurable improvements in NPS and CSAT. By the end of this path, you will have a fully operational, multi-channel CX program that captures customer feedback at the moments that matter most, surfaces insights to the right stakeholders, and enables your team to take action before dissatisfied customers churn.

Objectives

Upon completing this learning path, you will be able to:

Set up a CX Program Hub to centralize oversight of all feedback channels and program assets.
Design and build a relationship survey that establishes a baseline NPS or CSAT metric for your brand.
Configure email distribution workflows to deliver surveys to the right customers at the right time.
Create a CX dashboard that enables stakeholders to monitor program performance and identify drivers of customer satisfaction.
Build event-based workflows that automate real-time alerts for detractors, unresolved support cases, and promoter engagement.
Design and launch transactional surveys that capture in-the-moment feedback at key touchpoints such as post-purchase and post-support interactions.
Apply AI-powered features, including Response Clarity and Adaptive Follow-up, to deepen the quality of open-text feedback.

A Note on Registration Requirements

Registration for this path is not required, but recommended, so you can keep track of your learning.
Some of the course content within the path may require you to register. This is to help you track your learning so you can pick up where you left off.
It is free to register.
Please see these FAQs if you have any registration questions.